The Effect of Service Quality Dimensions on Student Satisfaction in Higher Education X

Friska Sipayung, Endang Sulistya Rini, Liasta Ginting

2018

Abstract

Higher Education X as part of the higher education system is faced with various challenges both in the development of science and technology, globalization and competition with other educational institutions. Therefore, management improvements, customer orientation, and the implementation of quality management are demands to be able to survive and be able to compete in the future. One important step that must be done to start making changes is the need to know how satisfied students are. This study aims to determine and analyze the effect of service quality dimensions on student satisfaction. This research was conducted in X college. Data collection techniques were questionnaires. Data is processed using the SEMPartial Least Square-Smart PLS application. The results showed that, 65.85% of student satisfaction could be explained by lecturer competence, leadership commitment, lectures, physical facilities, supporting facilities, administrative and student services. Lecturer competence, lectures, physical facilities, supporting facilities, administrative services, and student affairs have a positive influence on student satisfaction.

Paper Citation

in Harvard Style

Sipayung F., Rini E. and Ginting L. (2018). The Effect of Service Quality Dimensions on Student Satisfaction in Higher Education X.In Proceedings of the International Conference of Science, Technology, Engineering, Environmental and Ramification Researches - Volume 1: ICOSTEERR, ISBN 978-989-758-449-7, pages 1829-1836. DOI: 10.5220/0010103118291836

in Bibtex Style

@conference{icosteerr18,
author={Friska Sipayung and Endang Sulistya Rini and Liasta Ginting},
title={The Effect of Service Quality Dimensions on Student Satisfaction in Higher Education X},
booktitle={Proceedings of the International Conference of Science, Technology, Engineering, Environmental and Ramification Researches - Volume 1: ICOSTEERR,},
year={2018},
pages={1829-1836},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0010103118291836},
isbn={978-989-758-449-7},
}

in EndNote Style

TY - CONF

JO - Proceedings of the International Conference of Science, Technology, Engineering, Environmental and Ramification Researches - Volume 1: ICOSTEERR,
TI - The Effect of Service Quality Dimensions on Student Satisfaction in Higher Education X
SN - 978-989-758-449-7
AU - Sipayung F.
AU - Rini E.
AU - Ginting L.
PY - 2018
SP - 1829
EP - 1836
DO - 10.5220/0010103118291836